Customer tickets not showing correctly

[Guest Paul Alexander]

I'm sure I've reported this before, but can't find the link any more!

The requests screen in a users' account is not showing the correct number of requests......for instance, if I go in to a users' account details in SM and open the Service Manager tab I get this:

 

 

Yes if I do a search in the request list for the same person I get this:

 

 

 

Any ideas please?

[nasimg]

Rather than checking "All my teams" (in the top screenshot) have you tried "All my services" - difference being the tickets are with Teams you are not part of.

 

[Guest Paul Alexander]

Cheers @nasimg

I've got a feeling that was the answer last time too!! 

 

Thanks...that has sorted it...I'l try to remember for next time! 

[nasimg]

@Paul Alexander 

I think the default should be set "All My Services" as this has caught out our Analysts a number of times.

A feature request to Hornbill?

Nasim

[Guest Paul Alexander]

I agree...... @Victor could this be raised as a feature request please? That the view when searching a users' requests should default to 'All My Services' or 'All Requests' ...

 

 

thanks

[Victor]

@Paul Alexander maybe @James Ainsworth can advise on the feature request you asked for..

[James Ainsworth]

From my experience, if we change a default like this to something else, there will be others that have a preference to only show the requests from the teams that they belong to.  We could consider having an option under this menu to save the current selection as the default for each user. 

[Guest Paul Alexander]

@James Ainsworth...the option to save the current selection as the default would suit us I think please....

[nasimg]

+1

[sprasad]

+1

[AmyW]

+1